Legal Staff Marketing in Sacramento, CA

Law Firm

Sacramento, CA

Legal Staff Marketing in Sacramento, CA

Legal Staff

Min 3 yrs required

No

Job Title

Client Engagement Operations Manager (Complex Litigation)

Job Responsibilities

The Client Engagement Operations Manager at the law firm is tasked with guiding clients through the initial stages of their case work-up. This role involves direct collaboration with Case Operations leadership to ensure that clients have positive initial interactions with the firm. Key responsibilities include:

- Acting as the principal liaison between Activation and Case teams to ensure seamless communication and productivity, aligning results with organizational goals.
- Designing and overseeing a multi-channel client engagement protocol to collect essential information for evaluating the viability of a client’s claim.
- Managing an outside vendor responsible for an outbound call program, which includes staffing oversight, training development, and performance evaluation against target KPIs.
- Conducting regular check-ins, performance reviews, and audits on team productivity and outputs, providing regular status updates and performance reports, and escalating risks or issues to leadership and key stakeholders.
- Monitoring and evaluating the performance of all inbound and outbound client communications across vendor agents, case staff, email marketing, and SMS campaigns.
- Identifying opportunities for improvement in standard operating procedures, scripts, training, and management, and executing new initiatives and outreach campaigns to drive improved outcomes.
- Collaborating with tech, product, and marketing teams to set up and troubleshoot all systems required to facilitate seamless client outreach and inbound communication.

Education and Experience Information

The position requires a minimum of 3 years of work experience in management consulting or operations, ideally with exposure to Client Success or Client Experience teams. Additional qualifications include:

- Excellent problem-solving and structured thinking skills, with proficiency in analyzing data and extracting actionable insights to inform decision-making.
- A client-centric operational leader with a passion for building and refining processes.
- Experience in designing and managing campaigns across email, text, and phone.
- Comfort with working autonomously in a fast-paced environment across multiple high-priority projects.

Bonus Points:

- Experience with Salesforce, Marketing Cloud, or other CRMs and Email/Text Campaign tools.
- Experience managing third-party vendor relationships.

Salary Information

The text does not provide specific salary information for the Client Engagement Operations Manager position.

Benefits

The law firm offers an excellent benefits package for full-time employees, which includes medical and dental insurance, a 401(k) plan, paid time off, and paid holidays.

Equal Opportunity Statement

The law firm provides equal employment opportunities to all employees and applicants for employment. It prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

E-Verify

This employer participates in E-Verify and will provide the federal government with Form I-9 information to confirm work authorization in the . If E-Verify cannot confirm work authorization, the employer is required to give written instructions and an opportunity to contact the Department of Homeland Security (DHS) or Social Security Administration (SSA) to resolve the issue before taking any action, including termination of employment. Employers can only use E-Verify once a job offer is accepted and the I-9 Form is completed.